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For Companies At a Glance
- Tasks: Manage major incidents and problems, ensuring effective resolution and communication.
- Company: IQUW is a dynamic speciality (re)insurer at Lloyd’s, leveraging data and automation.
- Benefits: Enjoy competitive salary, 25 days holiday, remote work options, and professional development support.
- Why this job: Join a proactive team focused on continuous improvement and impactful problem-solving in IT.
- Qualifications: Experience in Major Incident Management, strong leadership skills, and ITIL certification preferred.
- Other info: Hybrid working model with 3 days in-office collaboration and 2 days remote.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Major Incident & Problem Manager – IQUW
Location: Swansea
Reporting to: Head of IT Service Management
About Us: IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast.
The role
We are seeking a proactive and experienced Incident and Problem Manager to take ownership of our Incident, Major Incident and Problem Management processes. This role is critical in reducing operational disruption, improving service reliability, and driving continuous improvement across IT services. The ideal candidate will have strong process ownership and communication mindset, ensuring that incidents are managed effectively while also implementing problem management strategies to prevent recurrence.
We currently operate a hybrid working model. This entails 3 days per week collaborating with colleagues in the office, and 2 days working from home.
Key Responsibilities
Major Incident Management
- Own and manage the end-to-end Major Incident process, ensuring efficient and effective response, resolution, and communication.
- Act as the primary point of escalation during major incidents, coordinating technical teams, vendors, and business stakeholders.
- Lead incident response calls, driving quick resolution while minimising business impact.
- Ensure timely and clear communications to stakeholders, including senior leadership, throughout the incident lifecycle.
- Conduct post-incident reviews (PIRs), identifying root causes and ensuring follow-up actions are tracked and implemented.
- Work closely with Risk, Governance, and Compliance teams to align incident and problem management activities with broader risk management strategies.
- Ensure that major incidents and problem trends are assessed for potential risks and recorded in the appropriate IT Risk Register.
Problem Management
- Own and develop the Problem Management process, driving a culture of proactive issue resolution.
- Identify trends, recurring issues, and systemic problems, implementing corrective actions.
- Work with technical teams to conduct root cause analysis (RCA) and ensure long-term fixes are implemented.
- Maintain a problem register, tracking known errors and ensuring effective resolution.
- Develop and maintain Problem Management reports, tracking trends, root causes, and recurring issues.
- Use data-driven reporting to highlight areas for improvement, measure the impact of problem resolution efforts, and support risk mitigation.
- Provide regular insights and analysis on major incidents, problems, and known errors to senior management and key stakeholders.
- Ensure that incident and problem resolution actions are followed through, holding teams accountable for agreed remediation plans.
- Escalate non-compliance or delays in remediation to senior management where necessary, ensuring a culture of accountability.
- Implement governance mechanisms to track problem resolution progress and ensure timely completion of corrective actions.
Continuous Improvement & Governance
- Drive a reduction in major incidents and recurring issues through data-driven analysis and targeted interventions.
- Collaborate with service owners and support teams to improve incident response times and problem resolution strategies.
- Develop and deliver process training and awareness sessions to ensure adoption across IT teams.
- Own and maintain incident and problem management policies, processes, and procedures.
- Provide regular reports on incident and problem trends, KPIs, and improvement initiatives.
Qualifications, Skills And Experience
- Proven experience in Major Incident and Problem Management in a complex IT environment.
- Strong leadership and decision-making skills under pressure.
- Proven track record of leading incident resolution from the front in large or complex organisations.
- Experience in process ownership and creation, with a track record of improving and embedding Major Incident & problem Management.
- Strong analytical skills with experience in root cause analysis and trend identification.
- Excellent stakeholder management, able to communicate effectively at all levels, including to the Executive.
- ITIL v3/v4 certification (Managing Professional preferred).
Benefits
- Competitive Benchmarked Salary
- 25 days holiday
- Discretionary bonus scheme
- Employee assistance programme
- Annual holiday buy (up to 3 extra days)
- Salary sacrifice benefits
- Annual benefits reviews
- The option for professional qualifications and study support
Additional Information
- A full job description can be seen here.
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Major Incident & Problem Manager employer: IQUW
Contact Detail:
IQUW Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident & Problem Manager
✨Tip Number 1
Familiarise yourself with ITIL frameworks, especially v3 and v4, as they are crucial for the Major Incident & Problem Manager role. Understanding these methodologies will not only help you in interviews but also demonstrate your commitment to best practices in incident management.
✨Tip Number 2
Network with professionals in the insurance and IT service management sectors. Attend relevant industry events or webinars to connect with potential colleagues and learn about the latest trends and challenges in major incident management.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed major incidents in the past. Highlight your leadership skills and ability to communicate effectively under pressure, as these are key attributes for this role.
✨Tip Number 4
Research IQUW's business model and the types of insurance products they offer. Understanding their operations will allow you to tailor your discussions during interviews and show how your experience aligns with their needs.
We think you need these skills to ace Major Incident & Problem Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Major Incident and Problem Management. Use specific examples that demonstrate your leadership skills and ability to manage incidents effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of IQUW's operations and how your skills align with their needs. Mention your experience with data-driven analysis and continuous improvement, as these are key aspects of the role.
Highlight Relevant Certifications: If you have ITIL v3/v4 certification or any other relevant qualifications, make sure to mention them prominently in your application. This will show that you have the necessary knowledge and commitment to the field.
Showcase Communication Skills: Since the role requires effective communication with stakeholders at all levels, provide examples in your application that demonstrate your ability to communicate clearly and manage relationships during high-pressure situations.
How to prepare for a job interview at IQUW
✨Understand the Major Incident Process
Familiarise yourself with the end-to-end Major Incident Management process. Be prepared to discuss how you would handle a major incident, including your approach to communication and coordination with technical teams and stakeholders.
✨Showcase Your Problem Management Skills
Highlight your experience in identifying trends and implementing corrective actions. Be ready to provide examples of how you've conducted root cause analysis and maintained a problem register in previous roles.
✨Demonstrate Leadership Under Pressure
Prepare to discuss situations where you've had to lead incident resolution in high-pressure environments. Emphasise your decision-making skills and how you ensure accountability among team members during critical incidents.
✨Communicate Effectively with Stakeholders
Since stakeholder management is key, practice articulating complex information clearly and concisely. Be ready to explain how you would keep senior leadership informed throughout the incident lifecycle.
